Admin Officer (Operational Support)

Brook Street; Royal Borough of Kingston upon Thames; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Guaranteed interview for veterans

Disability Confident Leader

Gold Award – Defence Employer Recognit

Job summary

Brook Street is seeking an Admin Officer to be the first point of contact for HMCTS users, judicial office holders and partner agencies. This role involves daily administrative and operational work with a real impact on delivering justice.

You will handle enquiries via in-person, phone, webchat, and written channels, support hearings, manage records, and ensure accurate information flow while upholding safeguarding and data integrity standards.

Qualifications

• Flexibility and teamwork to respond to delegated tasks and changing priorities
• Strong communication skills, including clear explanations in difficult scenarios
• Solid digital capability, including Microsoft Office and working with databases
• Proactive, calm approach to problem-solving and routine decision-making
• Confidence staying impartial and professional, including with distressing information
• Resilience to manage pressure while following established protocols

Responsibilities

• Be a friendly first point of contact for enquiries in person, by telephone, webchat and in writing
• Prepare for, facilitate and support different types of hearings through accurate administration
• Provide clear, consistent guidance using service scripts and knowledge articles
• Use digital tools and Microsoft Office to complete tasks and maintain records
• Handle a variety of operational admin, including secure information management and data entry
• Support jury service activities such as selection, deferral, reassignment and attendance tracking
• Assist with listing and scheduling, responding to urgent requests where needed
• Support enforcement-related admin, including financial assessments and basic reports
• Contribute to health & safety activity (e.g., facility checks, issue logging, escalation)
• Follow complaints processes and update required systems to prevent escalation

Skills

First point of contact

Excellent communication

MS Office proficient

Database literacy

Calm problem-solver

Autonomous worker

Tools

Microsoft Office

Databases

Job description

Are you at your best when you're helping people, keeping services running smoothly, and turning complex queries into clear next steps? Our Client is hiring an Admin Officer to be the first point of contact within HMCTS-supporting users, judicial office holders and partner agencies through daily administrative and operational work that has a real impact on the delivery of justice.

What you’ll be doing:

• Be a friendly first point of contact for enquiries in person, by telephone, webchat and in writing
• Prepare for, facilitate and support different types of hearings through accurate administration
• Provide clear, consistent guidance (including to users with complex or additional needs) using service scripts and knowledge articles
• Use digital tools and Microsoft Office to complete tasks and maintain accurate records
• Handle a variety of operational admin, including secure information management and data entry
• Support jury service activities such as selection, deferral, reassignment and attendance tracking
• Assist with listing and scheduling, responding to urgent requests where needed
• Support enforcement-related admin, including financial assessments and producing basic reports
• Contribute to health & safety activity (e.g., facility checks, issue logging, and escalation under team guidance)
• Follow complaints processes and update required systems to prevent escalation

What you’ll bring:

• Flexibility and teamwork-able to respond to delegated tasks and changing business priorities
• Strong communication skills, including confidence explaining procedures clearly in difficult scenarios
• Solid digital capability, including Microsoft Office and working with databases
• A proactive, calm approach to problem-solving and routine decision-making
• Confidence staying impartial and professional, including when dealing with distressing information
• The resilience to manage pressure while following established protocols
• Ability to work autonomously on routine matters, escalating complex issues to the right people

Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.